Team leader/ coordinator with Fluent English (Barcelona)

Our client is an International leader in the manufacture of networking products and services. Two exciting new roles have opened up for Team leaders in their technical service desks.

Functions:

• Responsibility for issues and Service requests logged• Lead, manage and motivate helpdesk agents to deliver excellent customer service.• Tracking and monitoring progress of incidents to conclusion and in line with SLAs and quality standards.• Customer incident and Escalation Management.• To provide incident analysis information• Customer Service Management and Service Reviews• Proactively building Service relationships with clients, review performance reports and service improvements, quality and processes.• To provide management and performance reports to an agreed schedule.• To continually measure, monitor and work to down incident levels relating to product and customer problems.• Manage lab test consistency (references, stock, and integrity of the products, organization and network structure.